[Hiring] Senior Claims Resolution Specialist @Liberty Mutual

Role Description

Do you thrive in a fast-paced environment and have a high attention for detail? Do you enjoy the challenge of a role where no two days are alike? We are looking for positive, high-energy, passionate appraisal professionals!

As a Sr Claims Resolution Specialist, you will be responsible for maintaining the relationship with our IA partners, completing quality reviews of their appraisals, and ensuring adherence to Liberty Mutual’s claims best practices. You will be responsible for reviewing the quality of both IA appraisals and claims handling and providing feedback to the appropriate vendor contacts. The position will work closely with appraisal leadership and with our appraisal Dispatch team to ensure our IAs are operating efficiently and effectively. Daily expectations include:

• Appraisal reviews
• Communication with your counterpart at the various appraisal vendors
• Process reviews
• Supporting dispatch
• Handling IA-related escalations

You will provide Best-In-Class service to our internal and external customers. There are many moving pieces you will manage. You need to have strong analytical, organizational, and multi-tasking skills, and be a time management expert. A strong appraisal background and familiarity with various appraisal platforms would be required. We are looking for people who are creative, love problem solving, and have a passion for process improvement. Your job involves speaking to and engaging vendors who support Liberty Mutual’s appraisal operation in areas where we do not have viable field resources. It is vital that our appraisal response embodies the One Team approach and that our customers have the same experience, regardless of who is representing Liberty Mutual.

Responsibilities

• Vendor Management: Regular communication with our IA vendor partners to ensure adherence to Liberty Mutual’s estimating principles and practices.
• A Front Lines Liaison: Address service escalations relating to IA utilization and ensure our claims partners have a clear path to resolution.
• Logistical support: Support our dispatch team by providing current information on vendor preference, location, and readiness to help ensure accurate claims assignment and channeling.
• A Problem Solver: Integrity is in your nature and critical thinking is part of your decision-making process. You sincerely care that customers get exactly what they paid for and need to embrace today and confidently pursue tomorrow.
• Maintain and, where necessary, create reporting that will help inform appraisal leadership decisions and enhance the effectiveness of our IA usage with overall expenses in mind.
• Using multiple software systems and claims best practices, prepare detailed appraisal reviews and provide feedback to the quality control channels for each vendor.
• A Reliable Teammate: Whether you work at the office or from home, you adapt well to different environments, schedules, and the varying needs of the role.
• Provide technical advice on vehicle repair, parts costs, garage expertise and opinions on specific damages.
• Resolve disagreements with auto body shops, Independent Adjusters, claimants and policyholders and assist claims management in the resolution of complaints and evaluate claims for potential fraud or subrogation.

Qualifications

• An engaging, outgoing personality, a passion for helping customers, and demonstrated ability to effectively communicate in both written and verbal form.
• Extensive knowledge of automobile parts and repair techniques, terminology and vehicle construction.
• Prior experience using auto estimating software, CCC Pathways, Audatex, Mitchell, etc.
• Requires strong negotiation, analytical, decision-making, organizational and computer skills, as well as the ability to work with multi-faceted systems.
• A Bachelor's degree or equivalent experience and 5+ years of directly related experience.
• Auto Damage Appraisal Licensing and certification are required.